Sr. Quality Evaluator

2 weeks ago


Gurgaon, Haryana, India Concentrix Full time
Description
  • Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

    Role and Key Responsibilities:
  • · Monitor agent queues intra-day real-time and generate performance reports to identify performance trends and provide feedback to WFM team and VMs in real-time. · Partner with WFM on historical performance of SLA, utilization, AHT, and other WFM related metrics and provide insights on how to improve scores. · Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side across all supported teams and department. · Oversee and assist in managing real time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate. · Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day. · Produce ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and production hour delivery, SLA performance, Unplanned/Planned Shrinkage hours, etc. · Standardize data collection mechanism and automate reports where possible to remove inefficiencies. · Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
  • Monitors, evaluates and / or audits a sampling of inbound calls
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations and Client)
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client and Account Management)
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, D-sat scrubbing)
  • Complete production time to keep current on programs (as applicable)
  • Contribute to maintaining forms and legends documents
  • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
  • Key skills & knowledge:
  • Experience of working with a Voice or Chat process (international)
  • Effective communication skills, both written and verbal
  • Proficient in Microsoft Office
  • Analytical skills
  • Presentation skills
  • Quality Domain knowledge (7 tools of Quality)
  • Ability to multi-task and meet timelines of deliverable
  • Detail-oriented
  • Educational Qualification: Graduate.
  • Disclaimer:- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for 'recruitment', 'processing' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Gurgaon Building F, Tower D

Language Requirements:

Time Type:

Full time
  • Sr. Quality Evaluator

    2 weeks ago


    Gurgaon, Haryana, India Concentrix Full time

    Job Title:Sr. Quality EvaluatorJob DescriptionThe Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to...

  • Quality Evaluator

    2 weeks ago


    Gurgaon, Haryana, India Webhelp Full time

    Training & QualityLocation Gurugram, India***Job Title:Quality EvaluatorJob Description:Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition...

  • Sr Quality Engineer

    2 weeks ago


    Gurgaon, Haryana, India Mace Full time

    The opportunityThis is an opportunity to grow your career with a market-leading multi-national project management consultancy.Our values are integrity, safety first, client focus, and creating opportunities for our people. These values underpin everything we do and is what provides our people with opportunities to grow, develop and progress within a...

  • Sr Quality Engineer

    2 weeks ago


    Gurgaon, Haryana, India Mace Full time

    Position status: This opportunity is for a secured role that is due to commence in August subject to approval. If you would like to be considered as we progress with this position, please click to apply. The opportunityThis is an opportunity to grow your career with a market-leading multi-national project management consultancy.Our values are integrity,...

  • Sr Quality Engineer

    2 months ago


    Gurgaon, Haryana, India Mace Full time

    Position status: This opportunity is for a secured role that is due to commence in August subject to approval. If you would like to be considered as we progress with this position, please click to apply. The opportunityThis is an opportunity to grow your career with a market-leading multi-national project management consultancy.Our values are integrity,...


  • Gurgaon, Haryana, India Seven Consultancy Full time

    JOB DETAILS Collaborate with the rest of the organization to deliver quality productsWork with teammates to thoroughly think through edge-cases and possible attack vectorsStay up-to-date with the latest advancements in Ethereum and DefiSpecify, implement, test, and review smart contract systems in SolidityResearch and drive high-level decisions about...


  • Gurgaon, Haryana, India Seven Consultancy Full time

    JOB DETAILSCollaborate with the rest of the organization to deliver quality productsWork with teammates to thoroughly think through edge-cases and possible attack vectorsStay up-to-date with the latest advancements in Ethereum and DefiSpecify, implement, test, and review smart contract systems in SolidityResearch and drive high-level decisions about smart...

  • Sr Exec

    2 weeks ago


    Gurgaon, Haryana, India Zodiac HR Full time

    Greetings From ZODIAC HR Consultant... We have an opening for Sr Exec / AM - Social Media & Performance Marketing position for Gurgaon location. Designation: Sr Exec / AM - Social Media & Performance Marketing Location: Udyog Vihar phase 4, Gurgaon Exp: Minimum 4years+ Key Responsibilities: 1. Content Strategy and Execution Develop and manage...

  • Supervisor, Quality

    2 weeks ago


    Gurgaon, Haryana, India Concentrix Full time

    Description The Supervisor, Quality is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on...

  • Sr. Consultant

    2 weeks ago


    Gurgaon, Haryana, India Orange Business Services Full time

    about the role The Sr. Consultant is responsible for the technical integrity and performance of its client platform responsible for the technical integrity of Storage and Backup platform (NetBackup and Commvault)• responsible for platform performance• provides the necessary support for L2 teams during complex incidents and / or crises• provides...


  • Gurgaon, Haryana, India Baxter Full time

    This is where you save and sustain lives At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in...

  • Sr Associate

    2 weeks ago


    Gurgaon, Haryana, India UnitedLex India Pvt. Ltd. (Formerly known as iRunway India Pvt Ltd) Full time

    The vacancy for the role of Sr Associate / Consultant - Patent Preparation is with UnitedLex India Pvt. Ltd. (Formerly known as iRunway India Pvt Ltd)JOB TITLE:Sr Associate / Consultant - Patent PreparationJOB LOCATION:Gurgaon/BangaloreOVERALL PURPOSE OF JOB: We are seeking a highly motivated and experienced Patent Agent/Attorney to join our dynamic team to...

  • Quality Analyst

    2 weeks ago


    Gurgaon, Haryana, India Urban Company Full time

    Position Overview: We are seeking an experienced and proactive Quality Analyst to join our Customer Service team. The ideal candidate will have a minimum of 2 years of proven experience in a similar role and a strong track record of improving customer experiences through data-driven insights and long-term problem-solving strategies. Key Responsibilities:...


  • Gurgaon, Haryana, India T & A HR Solutions Full time

    Posted on -January 27, 2023 Designation - Sr Logistics & Procurement Executive Location - Gurgaon Experience - 4 to 8 Years Salary - 30k to 35k PM Gender - Male Qualification - Graduation Skills - Strategic thinking, Great relationship management, Understanding of risk management Target Industry - Manufacturing WFO – Work from Office Only ...

  • Quality Analyst

    1 month ago


    Gurgaon, Haryana, India IndiaLends Full time

    Role Expectations: Monitor calls and evaluate Quality Audit form. Identify improvement points and provide actionable insights to the agents. Track progress of the agents assigned to them. Conduct feedback sessions to explain the pain points of the agent and suggest improvements. Maintain audit report and agent progress report. Conduct analysis session with...

  • Quality Analyst

    2 weeks ago


    Gurgaon, Haryana, India Sago Full time

    We're a team of innovators, strategists, and problem-solvers dedicated to helping our clients connect human answers to business questions. With a culture that values collaboration, creativity, and personal growth, we're looking for a Quality Analyst ready to join us in making a real impact. We are SAGO. Passionate and inspired thinkers, who celebrate our...


  • Gurgaon, Haryana, India Stryker Full time

    Why engineering at Stryker? At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. As an engineer at Stryker, you will be proud of the work that you will be doing, using cutting-edge technologies to make healthcare better. Here, you will work in a supportive culture with other incredibly...

  • IT&D Sr. Manager

    2 weeks ago


    Gurgaon, Haryana, India Reckitt Full time

    IT&D Sr. Manager - Finance, Supply & MDM, South Asia City: Gurugram We are ReckittHome to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make...


  • Gurgaon, Haryana, India Maruti Suzuki India Limited Full time

    Development (Inspection & Evaluation) of Quality partsLine parts quality concern analysis & countermeasure implementationNew Initiative for Quality Part Development (defect free parts development)Capability & skill development.Work ExperienceYears of experience: Should have 3 – 5 years of relevant experience post qualification.Nature of...

  • Sr. Solution Engineer

    2 weeks ago


    Gurgaon, Haryana, India Stryker Full time

    Why join Stryker? We are proud to be named one the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine Learn more about our award-winning organization by visiting Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards...